Case Study Template

Use Case/Case Study Template

Being able to demonstrate the positive outcomes and evidence the benefits of a change can be useful for many reasons:

  • It helps to document the whole process and explain what was involved including the people, processes and technology.

  • It provides the opportunity to justify the reasoning for the change in the first place.

  • It clearly identifies the problem which was identified and rectified from the change.

  • It provides an opportunity to document the lessons learnt during the process.

  • It helps to promote the change and the different ways of working and the benefits being achieved.

How to Use This Template

Use the steps below to help create the content of your case study.

  1. Describe the situation/problem. The reader needs to have a clear understanding of the situation for which a solution is sought.

  2. Give background detail.

  3. Describe the solution.

  4. Evaluate the response to the solution.

  5. Tell the whole story.

Think about what you are trying to achieve, what information exactly are you trying to communicate and why your audience should care.

This template should be used as a basis for writing a PKB case study. Some of the questions have prompts for direction.

Answers to these questions should be specific, clear, and thorough. You can skip questions that are fundamentally inapplicable but only do so if it is completely outside of the scope of the case study.


Background Information

  1. What is the main purpose for the case study?

Keep the focus on this pulling out the main key messages you want to highlight.

  1. Think about the whole process from start to finish including the problem you originally had and how you have overcome this.

  1. Is there any local or national context that should be included to demonstrate the importance of the changes and how it has impacted healthcare?

Section 1: About the User/Service/Team

  1. Provide details about the individual user, service/team or organisation the case study is about.

If it’s about a service/team or organisation include details on how large they are, what area/population they cover,

how many people are involved.

  1. Can any testimonials be included in the case study?

Where possible and appropriate, include both the name and the job title of the contact mentioned in the case study,

in addition to their quote. A headshot or a picture taken on location (insitu) would be even better.

  1. Can your logo be used in promotion of this case study?

Section 2: The Challenge

  1. What were the problems, challenges or pain points you needed to address?

  1. Why did you/your organisation have this problem?
    Was this a new problem or a pre-existing one? Was it a result of policy changes or other changes within the sector? Or was it an unforeseen consequence such as Covid?

  1. What were the expected outcomes/benefits from working with a supplier like PKB, to solve this problem?
    This answer is critical, as it will be referenced back in section four.

  1. Why did you you feel PKB would resolve or be part of the solution to the problems you had?

Section 3: The Solution

  1. How did you approach the challenge?
    Did you base your response on experience, or was it a brand new challenge that required you to think outside of the box? What research did you conduct? Who on your team was involved?

  1. How were you involved in this stage?

Did you collaborate on a strategy? Did you collect feedback to inform what your ultimate solution would look like? Were there any pilot or testing phases?

  1. What features and functionality of PKB were most useful to you?
    What particular aspects or features of PKB did you want to use? How would this help overcome the issues you were facing?

  1. What was the timeline you wanted to work to to address and measure the impact of the solution?

  1. Detail any other elements that were involved in getting to the solution

Did you involve patient groups, other stakeholders? Were there any unforeseen elements or barriers that had to be


Section 4: The Results

  1. How did you manage to solve the identified problems or accomplish the objective(s) using PKB?
    (See section two)

  1. What benefits were realised from the change?
    Increased capacity/productivity? A better system, platform or service? Better health outcomes or patient engagement.

  1. Were there any specific KPIs, measurements, statistics or ROI data which clearly demonstrates the value of PKB to the service/ strategy?
    Please include what each statistic is, as well as over what period it was measured and its relevance to the objective. For example, 1600 outpatient appointments reduced over a one year period.

  1. What further benefits do you hope to see over time because of the changes you have made?
    Increased savings? Improved patient communication and engagement? Improved healthcare pathways?

Section 5: What next

  1. Are there any plans for expansion in this service?

More feature usage, additional benefits looking to be gained?

  1. Are there additional services within the organisation or region that can replicate this workflow for similar benefit?

Marketing and PR

To enable us to publish and promote the case study please make sure the following have been sought:

  1. Consent from all included in the case study to use the information

  2. Any appropriate image(s) to accompany the case study